Call Centre Manager

HTK; Hong Kong; On-site; HKD 600,000 - 900,000; Full time

Job summary

HTK is seeking a Call Centre Manager in Hong Kong to lead customer service operations, manage a frontline team, and ensure service continuity from 8:00 a.m. to 12:00 midnight, 7 days a week.

You will drive improvement initiatives, monitor KPIs, and ensure regulatory compliance while promoting DrGo and partner healthcare offerings. You will coordinate with medical partners, logistics, IT, and product teams to streamline the customer journey, coach staff, and deliver data-driven insights to senior

Qualifications

• Bachelor's degree in a related field.
• 5–8 years of customer service experience, with 2–3 years in a supervisory/managerial role.
• Healthcare, telemedicine, or service-oriented industry experience is advantageous.

Responsibilities

• Lead and manage the Customer Service team to achieve SLAs and regulatory compliance.
• Oversee end-to-end customer journey, coordinating with internal and external partners to resolve issues.
• Monitor KPIs, drive improvements, and implement coaching and training to raise performance.
• Identify cross-selling opportunities and promote DrGo and partner healthcare products while maintaining customer focus.

Skills

Leadership

Customer service

Team management

KPI analysis

Communication

Education

Bachelor's degree

Tools

Excel

PowerPoint

AI tools

Job description

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Call Centre Manager

Your role:

1. Customer Service Operations & Team Management

• Lead and manage the Customer Service team supporting DrGo customers from 8:00 a.m. to 12:00 midnight, 7 days a week, including public holidays and severe weather conditions.
• Ensure adequate manpower planning, roster management, and service continuity to maintain agreed service levels.
• Oversee the handling of customer enquiries, feedback, complaints, and escalations through multiple service channels.
• Monitor team performance KPIs and service quality to ensure a high standard of customer care and regulatory compliance.
• Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.
• Identify customer needs and promote relevant DrGo and partner healthcare products, services, and value‑added solutions through appropriate cross‑selling opportunities.
• Drive team awareness and achievement of cross‑selling targets while maintaining a customer‑centric approach and high service standards.
• Monitor cross‑selling performance and implement coaching, training, and incentive initiatives to enhance team effectiveness.

2. End-to-End Customer Journey Management

• Ensure customers can successfully complete their DrGo video consultation journey with minimal disruption.
• Act as the key coordination point among various stakeholders, including:
• End customers
• Medical partners and healthcare professionals
• Courier and logistics partners
• Internal departments such as IT, Operations, Product, and Marketing
• Proactively identify and resolve service issues impacting customer experience.
• Collaborate with stakeholders to improve service processes and maintain a user‑friendly customer journey.

3. Customer Insights, Reporting & Analytics

• Analyze raw data of customer enquiries, complaints, and feedback to identify trends, pain points, and service improvement opportunities.
• Prepare regular operational reports, dashboards, and management presentations.
• Translate customer feedback and operational data into actionable business insights and recommendations.
• Track key customer service KPIs including SLA achievement, customer satisfaction, complaint trends, and operational productivity.
• Utilize advanced Excel and PowerPoint skills to present findings effectively to management and stakeholders.
• Drive the adoption of AI, automation tools, and emerging technologies to optimize customer service operations.
• Develop and implement solutions for customer feedback monitoring, ticket categorisation, trend analysis, and service quality management.
• Identify opportunities to streamline workflows, reduce manual effort, and improve response efficiency.
• Partner with IT and relevant departments to evaluate, test, and deploy new technologies that enhance the customer experience and operational effectiveness.
• Foster a culture of innovation and continuous improvement within the Customer Service function.

To Succeed in this Role:

Education & Experience

• Bachelor's degree in Business Administration, Customer Service Management, Communications, Healthcare Management, or related disciplines.
• Minimum 5–8 years of customer service or contact centre experience, with at least 2–3 years in a supervisory or managerial capacity.
• Experience in healthcare, telemedicine, digital platforms, insurance, or service‑oriented industries is an advantage.